A practical "how to" guide on understanding and managing the youngest cohort of workers. With three to four job experiences or internships under their belts, the Gen Yers pose new challenges for organizations that are already spending time, energy, and money recruiting and training young talent.

Managing Generation Y: Global Citizens Born in the Late Seventies and Early Eighties

Business & Money

Carolyn A. Martin

Bruce Tulgan

Economics

H R D Press

Are you struggling everyday to turn front-line people into great service teams? Do you feel a sense of urgency about improving customer service? It's time for an intervention. The Customer Service Intervention offers a practical step-by-step program that will teach you how to quickley assess the effectiveness of your staff...launch an intervention to keep your staff service savvy...and seize opportunities everyday to improve the quality of every customer interaction. Are you willing to stop and evaluate yourself, your team and each team member? Make personnel changes and adjust future hiring criteria? Spend substancial amounts of time training? Then this powerful, results-oriented guide is for you. Learn what to do to improve front-line performance-and how to do it. The book is organized into two sections: .The Big Picture tells you what to do. It offers the tactics, best practices and techniques you'll need for your intervention .Customer Service Intervention: The Program shows you how to do it through scripts, exercises, activities, tools and implementation ideas. Learn how to : Prepare for and launch an inital training program in customer service, engage your team in creating customer service information tools, and keep your team buzzing about customer service during routine meetings with quick, hard-hitting "half-hour courses".

The Customer Service Intervention: Bottom-line Tactics for Front-line Managers

Processes & Infrastructure

HRD Press, Inc.

A managers guide to taking advantage of powerful demographic forces that are causing a "generational shift." If you're managing a mix of employees of all ages from teens to retirees and finding it takes more time and skill than ever before, you'll welcome the insightful methods and tools in this book.

Managing the Generation Mix, 2nd Edition: From Urgency to Opportunity

Management & Leadership

Selected Games Contests & Relays of Earlier Times

Rhonda L. Clements

Children's Books

American Press

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Books by Carolyn A. Martin